VOLUNTEER HANDBOOK - Making Connections
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VOLUNTEER HANDBOOK Company Number 559418 CHY 21301 CRA Number 20149635
Aim of Your Volunteer Handbook
This booklet is a quick guide for what you need to know to be an effective Making
Connections volunteer. It is important that you take time to read this Handbook carefully
prior to commencing your volunteer role. We encourage you to review it on an ongoing
basis to keep the information fresh. If there is anything that you are not sure of at any
time,
please ask us. Your questions and feedback are always welcome.
Contact Details
Address
Making Connections Befriending Service
Glenard, 36 Roebuck Road
Clonskeagh, D14 R6C1
Phone
01-2951053
Email
Info@makingconnections.ie
Website
www.makingconnections.ie
Find us on Facebook
www.facebook.com/makingconnections.ie
Like us on Twitter
www.twitter.com/connections_ie
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Company Number 559418 CHY 21301 CRA Number 20149635
Table of Contents
• VOLUNTEER HANDBOOK .................................................................................................. 0
• Contact Details ................................................................................................................ 1
• Table of Contents ............................................................................................................. 2
• Welcome to Making Connections ..................................................................................... 3
• Section 1: Introduction to Making Connections ................................................................. 4
• Section 2: About Befriending Volunteering ....................................................................... 6
• Section 3: Getting Started ................................................................................................ 9
• Section 4: Befriending Guidelines ................................................................................... 11
• Section 5: Frequently Asked Questions (FAQs) ............................................................ 2021
• Section 6: Important Volunteer Policies .......................................................................... 27
• Section 7: Helpful Resources .......................................................................................... 37
• Cultural Connections Events ........................................................................................... 37
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Company Number 559418 CHY 21301 CRA Number 20149635
Welcome to Making Connections
We value the contribution of each of volunteer.
Whether you are a befriender, an administrator, a
fundraiser or one of our many other roles; whether
you give an hour a week or fifteen hours a month, you
are making a valuable contribution to the lives of
others in our communities. Your time and compassion
has the power to alleviate isolation and loneliness for
vulnerable older people.
Time after time, Making Connections Volunteers
comment on how much they gain from volunteering,
and from listening to the experiences of older people.
The mutual benefit of befriending is at the heart of
our organisation and we hope this is the start of a very
rewarding experience for you too.
I believe that without the hard work and dedication of
you our volunteers, Making Connections simply would
not exist. We value your opinion and welcome
feedback at all times. Please do take time to read this
handbook and use it as a reference guide whilst you volunteer with us. I look forward to
working with you.
Mary O’Donohue
Executive Director Making Connections
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Company Number 559418 CHY 21301 CRA Number 20149635
Section 1: Introduction to Making Connections
Our Vision:
Communities where no Older Person is lonely or isolated
Our Mission
Making Connections’ purpose is to alleviate loneliness and improve the mental health and
wellbeing of isolated older people. We do this through meaningful social engagement
including intergenerational befriending.
We also aim to inspire wider social change by changing attitudes through campaigns and
action projects. We aim to foster a community that recognises the valuable contribution of
Older People and values the benefits of intergenerational connections.
Background
In 2009 Making Connections was established with a two-year start-up grant from the
Department of Community Rural and Gaeltacht Affairs. This grant was a direct response to
growing demand for community based support for the ageing population of south Dublin.
Notably Dún Laoghaire-Rathdown has 15.8% people over 65years compared to the national
average of 11.2%
After government funding ceased in 2011 Making Connections continued the programme in
response to an increase in demand. We established a network of support (foundations, local
business and individuals) to sustain this important work. In 2015 Making Connections was
granted independent charity status.
In 2019 a small amount of funding was allocated to Making Connections by the HSE through
the Department of Health for Community and Voluntary Support for Older People.
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Company Number 559418 CHY 21301 CRA Number 20149635
Making Connections Activities
Making Connections main partners are Health Care professionals who identify older people
in critical need of social support. People experiencing isolation or loneliness need more than
‘services’. They need company, human warmth, genuine interest and meaningful social
interaction.
Prior to the outbreak of COVID19, Making Connections core activity was Befriending whereby
Making Connections recruited, screened and trained volunteers who were matched with an
older person based on shared interests. Volunteers committed to one to two hours a week
for 12 months. The mutually beneficial relationship that develops can be life changing and
the positive impact on mental health and wellbeing is enormous.
As a result of COVID19, Government/HSE guidelines on entering people’s homes are changing
frequently and we adapt our Befriending and Support services to align with these guidelines.
From 2020, we have been recruiting for the following roles which usually involve a weekly
commitment:
- Befriending visits blended with phone support if visits are restricted
- Phone Support calls
- Shopping / Pharmacy collection/ other tasks
- Delivery of meals
The locations that Making Connections offers volunteer support in are (broadly): Blackrock,
Cabinteely, Dalkey, Dun Laoghaire, Loughlinstown, Sallynoggin, Foxrock, Shankill, Stillorgan,
Mount Merrion, Baggot Street, Sandymount, Balally, Dundrum, Milltown, Ballinteer,
Sandyford, Leopardstown, Churchtown, Donnybrook, Ranelagh.
All volunteers with us – even if periodic – need to complete Volunteer Registration & Garda
Vetting. The application process also includes reference checking and training.
This Handbook is primarily geared towards Befriending volunteers – in person and/or by
phone - but much of the advice contained therein can be applied to all volunteer roles.
Older People Participants
Older people have been particularly hard hit by COVID19 and, in addition to experiencing
increased isolation, they may also find themselves unable to undertake everyday tasks such
as shopping.
We aim to support:
Older People may have little or no available support from family, neighbours and friends.
Bereavement, lack of mobility and driving cessation are common experiences causing further
isolation. Those who live alone and may not see another person from one end of the week to
the other. Others may have someone visiting but they still find time long as they do not have
as many social outlets as they need.
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Company Number 559418 CHY 21301 CRA Number 20149635
Older Person with limited family support Sometimes an older person may live with a family
member who works fulltime or a spouse who is the main carer. They find the day very long
and benefit greatly from daytime companionship. Sometimes they feel they are ‘a burden’.
In addition to giving a valuable new social outlet to the Older Person it can also allow the
spouse or carer a valuable bit of time off during the week.
Section 2: About Befriending Volunteering
What is Befriending Volunteering?
The distinction between ‘friendship’ and ‘befriending’ is an important one. It allows us to
protect both the Older Person and the volunteer, and ensure that the responsibilities,
expectations and needs of all involve are respected.
• ‘Friendship’ is a private relationship without formal guidelines which grows mutually
as a result of private introduction
• ‘Befriending’ is a relationship which is initiated, supported and monitored for the
duration of the relationship by a voluntary or statutory organisation, in this case
Making Connections
• In a ‘befriending’ relationship, the supporting organisation is fundamentally
responsible for the security and wellbeing of both parties throughout the relationship
• Anyone wishing to continue volunteering with Making Connections after 12 months
is invited to speak to a staff member. Volunteer role options can be discussed. Refer
to the three options detailed in Section 4.7 Moving On (p.17)
Although befriending relationships exists within a formal structure, this does not take away
from the meaningful nature the interaction between the volunteer and the Older Person.
There are no set goals in befriending other than forming a meaningful relationship.
Skills, Experience and Qualities of Befrienders
• Good communication and listening skills with an ability to develop good relationships
• Genuine Interest in Older People, with an understanding and respect for their needs
• Must be reliable, flexible, respectful, non-judgemental, patient and kind
• A strong commitment to the ethos of volunteering
• Must be punctual, trustworthy and respectful of confidentiality
• Previous experience of working with older people or in the voluntary sector is helpful
but not a requirement
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Company Number 559418 CHY 21301 CRA Number 20149635The Mutual Benefits of Volunteering
At Making Connections we believe that volunteering can offer as much benefit for the
volunteer as the people being supported. The feedback we receive from our volunteers,
Older People and supporters remind us of this mutual benefit. Here are some examples;
Volunteer Benefits Older Person Benefits
Greater sense of ‘belonging’ to community Provided with a link to local community
Become an ambassador for volunteerism Decreased chance of premature hospital
and the contribution of Older People or nursing home admission
A new ‘friend’ and/or role model A new ‘friend’ (not a service provider)
Lessons about the past, people or places Connection to a younger generation
A greater insight and understanding of age A source of news
related challenges
Advice, knowledge, wisdom and valuable Good company and a genuinely interested
life lessons listening ear
A better ability to relate to people A chance to get out of the house
Improved patience and compassion Increased physical activity
Better listening skills Link with modern technology
More well-rounded life perspective Assistance with minor errands
Feel good about themselves because they Something to look forward to during the
are making a difference week
Some ‘down time’ from hectic modern life A break from routine
Pick up a new interest or hobby Learn new skills or reengage in old
interests
Improved mood and positive mental Improved mood and positive mental
health from social interaction health from social interaction
Your Rights as a Volunteer
• Equal opportunity to apply for roles of interest
• Personal data to be handled with confidentiality
• To be provided a clear role description and policies relevant to your role
• To work in a safe and supportive environment
• To receive appropriate training, supervision and support
• To be recognised and appreciated for your contribution
• To have your opinions, ideas observations and feedback listened to
• To be treated with respect and courtesy at all times
• To receive updates about Making Connections and any relevant news
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Company Number 559418 CHY 21301 CRA Number 20149635Your Responsibilities as a Volunteer
Be honest about your own preferences and ability to commit to a role
• Attend trainings and support meetings as required
• Sign a volunteer agreement and carry out your role accordingly
• Be aware of and accountable for all relevant guidelines, policies and
procedures
(if in doubt, ask)
• Be reliable and punctual – especially for those visiting an Older Person
• Treat all participants, volunteers and staff with respect
• Retain an open mind and do not judge others
• Be aware of your own limitations
• Provide accurate and honest feedback and reporting as required by your role
• Always report any incidents as they occur
• Respect the confidentiality of the people you are working with
• If you have any concerns or queries always speak to Making Connections staff
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Company Number 559418 CHY 21301 CRA Number 20149635Section 3: Getting Started
The Process
• Step 1: Recruitment and screening including Garda Vetting
• Step 2: Making Connections Induction Training
• Step 3: Matching based on shared interests
• Step 4: Accompanied Introduction to an Older Person
• Step 5: Signing Code of Conduct and other relevant policies
• Step 6: Weekly visits/other volunteer activity commences
o Ongoing support will be provided
o Attend Volunteer meetings as required
o Completion of regular feedback and reporting forms
o Report any changes of circumstance or incidents arising
• Step 7: Formal completion or extension of your volunteer role
What will I do when I’m there?
Remember, your role is primarily social engagement. You are not a replacement for any of
the support structures already in place. It is about social support and it is not a sitting service,
a replacement for home support, nursing staff or family. You will do a lot for a person by just
listening, understanding and sharing interests with them. Examples include.
• Compiling a photo book
• Do some gardening
• Discuss literature, travel, sport, fashion or other interests
• Go to the theatre or cinema
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Company Number 559418 CHY 21301 CRA Number 20149635• Watch rugby/ tennis/ other sports together
• Watch old movies together
• Do some arts and crafts (e.g. knitting, sewing, card making)
• Go for a stroll around the area – perhaps stop in a café
• Assisting the person to read post, books or newspaper
• Assist with new technologies such as laptops or phones, emails
• Play a game of card or chess
Practical supports
You may find that as the relationship progresses you are able to offer some practical
supports some of which are mentioned above (not tasks or household chores) to the older
person. Examples of some additional support may include:
• Help with phone calls and technology
• Help accessing information
• Help with filling out forms
• Signposting activities of interest in the locality
• In principle it is not within your role to do grocery shopping or deliveries but if this
arises and it is feasible for you, let us know before you agree. This is likely to arise as
an issue more frequently as a result of COVID19 restrictions.
Each older person will have their own set of circumstances and challenges they face. By
providing these basic practical supports for the older person you are improving their quality
of life, mental health and well-being.
Befriending & Support by Phone
Visitation Befriending
• For the foreseeable future - living with COVID- you will be providing blended
support either visiting in person or making regular calls. In both cases your role
is a SOCIAL SUPPORT. You are not there to give professional advice, to
substitute the role of family, to act as counsellor, carer or home help
• Your role is about companionship, sharing common interests, bringing light
relief, distraction and if at all possible a bit of fun and laughter
• Phone on the agreed day as a reminder of your visit.
• Encourage them to make a note in diary or calendar of your next visit on a
weekly basis
• Try not let the visit exceed an hour initially as it can create an expectation.
However, once you feel this is clear, feel free to be creative and do things that
take longer as we aim to encourage people to stay active interested and
involved.
• Always carry the Next of Kin (NOK) phone details with you at each visit in case
needed
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Company Number 559418 CHY 21301 CRA Number 20149635• Do not share your own contact details. The older person can phone Making
Connections office 01 2951053 if they need to cancel your visit and we will
contact you
• In principle it is not within your role to do grocery shopping or deliveries but if
this arises and it is feasible for you, let us know before you agree. This is likely to
arise as an issue more frequently as a result of COVID19 restrictions.
• We will ask you to complete feedback forms regularly at initial stage and every
few months afterwards.
Telephone Befriending
• The average time on each phone call is between 15-30 minutes and we
recommend that no one call exceeds 45 minutes
• The day and time of call is agreed in advance between you and the older person
• Do not plan to enter their house or to meet them if in doing so there is a safety
risk for you or for the older person: please keep up to date with
Government/HSE guidelines which are changing frequently
• Do NOT share your phone number: block your personal number as you are in
carrying out this role in the capacity of the charity. It can also happen that due to
memory loss, volunteers get calls at inappropriate times and we want to protect
you. The older person is asked by us not to request your number but sometimes
they forget. In the unlikely event that they insist, it is valid to explain that you
are bound by the rules of Making Connections
• In principle it is not within your role to do grocery shopping or deliveries but if
this arises and it is feasible for you, let us know before you agree. This is likely to
arise as an issue more frequently as a result of COVID19 restrictions.
• Email us anytime to update on anything you feel we should know. However we
will ask you to report after the first four weeks and regularly thereafter, using
Making Connections Feedback Form, to be sent to info@makingconnections.ie.
Confidentiality is extremely important and we ask you to keep the identity of the person
you call protected and not to share it with anyone. We also ask you to keep confidential
any personal information you may be given or about the person’s wider family. Privacy
considerations and data protection requirements continue to apply between the volunteer
and the older person. Reporting to Making Connections about any issues arising (including
any health and safety issues) in line with the Report Form provided by us is not a breach of
privacy or data protection.
Section 4: Befriending Guidelines
IMPORTANT NOTICE
Please study Sections 4.1-4.7 carefully and review all guidelines and policies on a regular
basis. These guidelines are designed to protect and support you, the Volunteer and the
Older Person. Contact Making Connections if you have any queries or concerns.
Thanks in advance for your cooperation
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Company Number 559418 CHY 21301 CRA Number 20149635Matching Process
When identifying an older person for you to support, Making Connections will take into
account the interests, location, preferred visiting times of both. A Making Connections
team member will accompany you on your first visit with the older person.
Please note that it can take some time to match a volunteer with an older person because of
the various matching factors involved. Please bear with us and don’t hesitate to contact us
if you have any queries during the process.
A copy of Making Connections Volunteer Recruitment Policy is available on request.
4.1 Visiting the Older Person
You First Visit
• During the visit you agree with the older person what day and time suits both of you best
for the next visit to take place.
• You will be provided with the contact details of the older person, relevant information
regarding the visit and other details such as their emergency contact person or next of
kin to be used as required or in the case of an emergency.
• The person you are to visit will be given an information leaflet with the contact details of
the Making Connections office should they wish to contact you or Making Connections.
Your personal contact details will NOT be shared with the older person.
• After the initial introductory visit, you will continue to visit on your own and you will be
required to complete a feedback form in the initial weeks and as required thereafter.
Some Tips
• It is natural to feel nervous before your first visit but it is usually very relaxed and
informal and the Making Connections team member is there to support you
• It takes time to build a relationship, so be patient
• Sometimes the circumstances of the older person changes or they are not ready to
accept volunteer support. This is simply the nature of the work we do, so please don’t
take it personally.
• We ask that you keep Making Connections informed of changes in circumstances or
health you notice as time goes on. We will provide further training and support as
required to ensure you are prepared for the changing nature of your role.
Things to be mindful about
Be Respectful and Reliable
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Company Number 559418 CHY 21301 CRA Number 20149635• Phone the person on the day to remind them of your visit
• Turn up on time
• Dress appropriately and respectfully
• Keep the visit to the time agreed (at least initially so as not to create expectations)
• Follow good health and safety procedures (see section 6)
• Don’t engage in tasks outside your role (ask Making Connections staff if in doubt)
• Don’t promise anything you can’t deliver.
• Set a date for next visit and write it in their diary or calendar for them
• Try to have a phone chat if you can’t visit
• Complete feedback forms as required
Respect the Older Person and their Home
• Remember you are a visitor in their home and you are trying to respond to their
needs as long as it does not breach Volunteer Policy
• Slow down and take visit at their pace
• Allow for good days and bad days
• Don’t make assumptions or judgements based on standards of tidiness/ cleanliness
and don’t tidy up or try to change things unless it is requested
• Communicate clearly and respectfully (see Section 4.2 for further details)
Ensure the Safety of the Older Person
• Always have your phone on you (but don’t use it when in their company as this can
cause offence. Excuse self if it is necessary to use phone)
• Always have emergency contact/next of kin details at hand (e.g. keep it saved in
your mobile phone)
• Ensure that you are aware of the Making Connections Reporting an Incident
Procedures (see Section 5)
Things you should NEVER do:
• Never provide your personal contact details to the older person
• Never get involved in any financial matters with the Older Person or anyone else
associated with the role (e.g. never use their card for transactions/ never collect their
pension, never loan money, etc. - see FAQs section 5).
• Never wander around house alone
• Never accept gifts
• Never buy or provide alcohol for them
• Never allow inappropriate behaviour
• Never undertake or offer to undertake duties outside your role as a Making
Connections Befriending volunteer without consulting with Making Connections
• Never visit if you have any contagious illness
• Never visit if you are under the influence or alcohol or drugs
• Never smoke, consume alcohol or drugs when you are volunteering
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Company Number 559418 CHY 21301 CRA Number 201496354.2 Communicating Effectively
Be respectful and patient as you get to know each other. Your own experience is a great asset and
finding shared interests is a great way to spark off new relationship. B
Tips on Communicating Effectively
• When you visit identify yourself clearly and remind them of the length and
purpose of your visit (they may have forgotten)
• When speaking, face the person directly and use eye contact
• Speak clearly and at a moderate pace
• Don’t speak too fast or rush their response
• If you are not being understood, slow down and use short sentences
• Be prepared to reword, or rephrase what you are saying
• Don’t use slang, colloquialism or sarcasm (it may not be understood)
• Use open questions that requires more than “yes” or “no”
• Respond positively and encourages the person to continue
• Avoid expressing strong religious or political views which may cause offense
Things to be aware of
Moods: Don’t take moods changes or bad moods personally: The Older Person simply may
not be feeling well or just had a bad day.
Repetition: You may hear the same stories over the weeks, or even during the same day!
Sometimes this is due to challenges with memory, or sometimes because they love the story.
Be patient if they are talking about something that is important to them at that time. Engage
with them positively by clarifying, reflecting and validating can help to develop the story with.
Excessive Negativity: Although it is important to listen to what’s on the older person’s mind,
it is also helpful to divert the conversation or put a positive spin on excessive complaining to
avoid a negative experience for both or you.
Despair: Hearing about an Older Person’s experience loneliness, isolation, etc. can be
challenging. Be aware that you are not there to ‘fix’ their problems. The best thing you can
do is offer a supportive and empathetic ear.
Advice: Although it can be very tempting it is important not to give advice to an Older Person
you are visiting. This can reinforce dependency and some may also find it disrespectful or
offensive. The best course of action is simply to encourage the Older Person to talk through
their own ideas and options and encourage them to come to their own conclusions.
Your Personal Problems: Don’t burden the Older Person with your personal problems.
Befriending Volunteering is primarily a ‘supportive’ role to provide companionship and social
interaction.
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Company Number 559418 CHY 21301 CRA Number 20149635Their Personal Problems: Don’t take the Older Person’s problems home with you. This is not
your responsibility and it will not benefit your role. If you have any concerns, contact Making
Connections staff.
The Role of Making Connections: If you are unsure how to deal with a situation or have any
concerns or difficulties, please contact Making Connections for advice and support.
4.3 Supporting Age related Challenges
Tips for Visiting an Older Person with Hearing Loss
• Follow the Communicating Effectively Guidelines (Section 4.2)
• Face the hearing impaired person directly, on the same level and in good light
whenever possible. Position yourself so that the light is shining on the speaker's
face, not in the eyes of the listener
• Do not talk from another room
• Speak clearly, slowly, distinctly, but naturally, without shouting or exaggerating
mouth movements (shouting distorts the sound of speech and may make speech
reading more difficult)
• Say the person's name before beginning a conversation (this gives the listener a
chance to focus attention)
• Keep your hands away from your face while talking
• Don’t eat or chew during a conversation
• Find out if the Older Person’s hearing is better in one ear and sit to that side of them
• Be aware that an Older Person may hear your voice but distortion of the sound may
make it difficult for them to understand your words
• Avoid situations where there will be loud sounds when possible (people with
hearing loss are often very sensitive to loud noises)
• Avoid changing the topic of conversation suddenly - introduce new topics slowly.
• Where possible, put important information in writing (e.g. date of your next visit)
• Be aware that their hearing may be worse if they are ill or tired
• Have pen and paper ready in case the Older Person would like to write something
down
Tips for Visiting an Older Person with Cognitive or Mental Health Challenges
• Follow the Communicating Effectively Guidelines (Section 4.2)
• Set a positive mood for interaction with your mood and body language
• Use short sentences and use ‘yes’ ‘no’ questions
• Use visual prompts to assist
• It’s ok to politely suggest words if they can’t recall a word
• Ask one question at a time and don’t rush the older adult to answer your questions
• Talk about real, tangible subjects and objects; if you are discussing a picture in a
frame on a desk, pick the picture up and show it to the individual
• Watch for nonverbal cues and body language, and respond appropriately
• If the Older Person becomes distressed try to connect with them, distract and
redirect. E.g. “I see you’re not feeling happy—I’m sorry you’re upset. Would you like
a cup of tea.”
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Company Number 559418 CHY 21301 CRA Number 20149635• Be aware that some people may be living with chronic symptoms, which may not be
a ‘crisis’ for them
• See the illness in the context of the person and try to understand the particular
problems for that individual
• Involve people in whatever plans or decisions are being made concerning them;
respond to the person as a responsible citizen not a ‘sick’ person
• Do not try to make a person see your point of view of engage them in a debate
• If you notice any changes or are concerned about the Older Person’s general health
and wellbeing do not hesitate to contact Making Connections
Supporting Someone with Dementia
• Many people with dementia may not remember what happened 45 minutes ago,
but they can clearly recall their lives 45 years earlier
• Avoid short-term memory questions (e.g. what they have done that day)
• Ask about their distant past – remember the past is often a very enjoyable ad
soothing activity for people with dementia
Tips for Visiting and Assisting Older People with Physical Discomfort
• Don’t be afraid to ask the individual how they are feeling (a small recognition that the
person experiences pain, can help relieve the emotional burden of suffering)
• Shake hands very gently – even a small amount of pressure can be extremely painful to
some individuals (e.g. those suffering from arthritis)
• If you accidently hurt someone (e.g. whilst shaking hands) apologise and indicate that
you will be gentler so that the individual will not be fearful of being hurt in the future
• Allow for more time to move and complete activities
• Allow for rest time following even small activities
• Offer to retrieve small items the individual may need – a glass of water, the paper, etc.
upon arrival and before leaving
Tips for Visiting and Assisting Older People with Vision Impairment
• Don’t assume that those who are visually impaired are completely blind
• Say your name when you greet them
• Use their name whenever you start talking to them
• In group scenarios, introduce the other people present
• Inform the person of any changes in the environment around you (e.g. if you need to
leave the room/ if someone else joins you, etc.)
• Sometimes it is helpful to give commentary about your surroundings (e.g. the chair is
to your right/ the cup of tea is on the table in front of you)
• Be mindful of surroundings for potential hazards and obstacles
• Don’t fill glasses/ cups to the brim or re-fill without asking/ telling them
• If you are eating out – you can offer to read the menu/ offer to describe the location
of items on the table or their plate (e.g. the chips are at 12 o’clock on the plate)
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Company Number 559418 CHY 21301 CRA Number 20149635• Always ask before you assist, don’t assume that they need help
• If a person would like you to guide them – offer your elbow for them to hold on to
• If you are climbing stairs, entering a car or sitting down – place their hand on the
reference point (hand rail/ door handle/ back of chair) tell them what it is and let
them continue themselves be ready to offer further assistance if required
• If you are finished guiding someone, bring them to a reference point that they can
feel so that they don’t feel disorientated (e.g. wall/ table/ chair, etc.)
• Never distract a working guide dog
IMPORTANT NOTE:
Please remember to report to Making Connections staff
any changes of the Older Person’s behaviour, health or circumstances
4.4 Outings
Once you are comfortable and the relationship has developed a little, you may consider going
on outings as part of your weekly visit. Volunteers must use their best judgement regarding
the suitability and safety of the activity. The activity must be planned with the Older Person
who must fully understand and agree to the activity.
Going for a walk
• Observe how the Older Person moves in their own home
• Be aware if they require a stick or walker
• Make sure that both you and the Older Person are confident in your ability to assist
them
• Plan and agree your walk before you go and don’t walk too far
• Be mindful of the route your plan (e.g. will it be crowded, walking surface, etc)
• Offer your arm for support instead of holding onto them
• Communicate with them about where you are going (especially for the visually impaired)
• Ensure that you have plenty of time and never rush the Older Person
• If relevant and possible, stand on the opposite side of their walking stick
• Keep an eye on the surface you are walking on (uneven surfaces can be a challenge
causing anxiety or even a fall)
Driving and Car insurance is the responsibility of the volunteer
• Ensure you understand the Older Person’s mobility needs and that you are confident
about your ability to support them as required
• Be aware that it is your own responsibility- not that of Making Connections - to ensure
that your car is roadworthy and that it is properly insured to carry people when
volunteering with Making Connections (see section 6 re driving policy and motor
insurance).
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Company Number 559418 CHY 21301 CRA Number 20149635• Drive carefully and ensure that you adhere to all the road traffic rules and regulations as
laid down in legislation, such as securing all passengers by a seat belt
• Think of the things that affect the Older Person’s comfort and safety, e.g. air
temperature, music, driving speed, breaking, smoking, seatbelts, going to the toilet
before starting out
4.5 Boundaries
Clear boundaries are vital for a successful volunteer experience. Boundaries protect both the
Volunteer and the Older Person providing clarity about what is and is not acceptable
behaviour. Maintaining clear boundaries from the start will ensure that you are both
respected, protected and that you do not create expectations beyond your role.
Guidelines for Developing Healthy Boundaries:
• It is important to start as you plan to proceed avoid setting expectations which you
cannot maintain in the long term. Think: how much time can I commit to each visit.
• Be clear from the start about what you are NOT willing, able or permitted to do
• Restate your role and relationship with the Older Person and Making Connections
• Explain that Making Connections Volunteers are obliged to follow certain rules
• Describe what you CAN do and engage the individual in problem solving
• Use your initiative to make decisions about the boundaries you are setting
- What do you want/ feel comfortable with in this relationship?
- What do you want to avoid in this relationship?
• If you don’t know how to respond, you can divert the situation and buy time for
example, “I’m not sure about that” or “I need to think about that”
• Trust in your gut feelings and don’t do anything you are not comfortable with
• If inappropriate requests are made – acknowledge the request but firmly decline
• Don’t feel you need to apologise or explain.
• If an Older Person is revealing too much sensitive personal information to you, it
may be that they would benefit from speaking to a health care professional
• Request support from Making Connections staff and report any incidents arising
4.6 Looking After You
Making Connections is equally dedicated to the wellbeing of volunteers as well as
beneficiaries. Volunteering can sometimes involve stressful or upsetting situations. Your
welfare as a volunteer is very important to us. Good communication between Making
Connections and volunteers is essential. We are here to support you in any way we can and
we invite you to contact us by phone or email. It is also important that you look after
yourself and stay healthy to protect your own wellbeing.
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Company Number 559418 CHY 21301 CRA Number 20149635Tips for Happy Healthy Volunteering
• Consider your role description and ensure you are in the right volunteer role
• Establish your personal priorities and boundaries
• Avoid over commitment of your time
• Be realistic about your goals and ambitions
• Move on or change roles when your role is no longer fulfilling
• Accept that there are some things you may not be able to change
• If your volunteer role is stressful, debrief with Making Connections team member
• Don’t be afraid to take time off from your role if you are sick or need a break
• Making Connections can assign another volunteer to the person you visit if
appropriate and this shared responsibility can be of great support for you.
Personal Safety Tips
As a ‘lone worker’ Volunteer you should take certain precautions to ensure your safety. Some
of the most important tips are listed below. Refer also to Section 6 – Health and Safety
Guidelines.
• Let someone know where you are going and when to expect you back
• If driving, park in an open, well lit, populated street where possible
• Keep to the main routes if walking to the Older Person’s home
• Take minimum personal belongings with you
• Do not give your home address or phone number to the Older Person or anyone
else associated with the role (except authorised Making Connections staff)
4.7 Moving On
What happens at the end of the your initial commitment?
After completing a twelve-month commitment you will be invited to choose one of the
options listed below. You will also be required to complete a final feedback form to share
what you have learnt. If volunteers request a reference Making Connections can only provide
a statement of the dates they volunteered with the charity and the name of their role.
• OPTION 1: After 12 months, exit the volunteer role with Making Connections
• OPTION 2: After 12 months, enter into a new volunteer agreement and continue
your befriending role - visiting the same, or a new Older Person
• OPTION 3: Take on a different volunteer role with Making Connections e.g. using
one of your professional skills to help the charity develop
Exiting before end of 12 months
If – for reasons outside your control - you are unable to complete the twelve months
commitment, please give Making Connections as much notice as possible and notify the
office before broaching it with the person you visit. We aim to work with our Volunteers to
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Company Number 559418 CHY 21301 CRA Number 20149635aid a positive transition for both the volunteer and the Older Person. See also FAQs section
following.
4.8 Making Connections Ambassadors
We invite all Making Connections volunteers past and present to be ambassadors in their
lives for our shared values of volunteerism; the valuable contribution of Older People and the
importance of intergenerational connections.
Your stories can inspire others to reach out and Make a Connection!
Section 5: Frequently Asked Questions (FAQs)
Please note that this list is not exhaustive – please contact Making
Connections with any questions you have.
Will the older person’s family know that I am visiting?
This differs from case to case and depends on how the person was referred to Making
Connections. The single most important aspect for Making Connections is that the older
person themselves has explicitly stated they want volunteer support. Once an older
person has agreed to a visit, it is at their discretion to inform family members. Making
Connections will only inform family members that a volunteer will be visiting if requested
to do so by the older person.
Should I give my personal contact details to the person I visit?
Making Connections strongly advise against volunteers giving out their phone numbers
or addresses. This is to ensure that volunteers do not end up taking on more than they
have signed up to. The dependency levels of the older people visited by Making
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Company Number 559418 CHY 21301 CRA Number 20149635Connections vary and it is important that volunteers are protected, and protect
themselves, against taking on too much and getting too involved.
If the older person needs to get a message to the volunteer regarding a visit they can call
the office on 01 - 2951053 and we can pass the message to the volunteer. We realise
that, over time, the relationship will develop and the volunteer may choose to give out
their phone number, but this is done at the volunteers’ own discretion. If you have
concerns about giving your number if requested by the older person, advise them that it
is the policy of Making Connections that volunteers do not give out their phone number.
What should I do if I am unable to reach the person I visit on the phone or if they are not
answering their door?
If the older person is not in when you call or does not respond when you phone to
confirm or change a visit, leave a note or a message stating the day and time that you
called. You can contact Making Connections 01 2951053 during office hours or else the
emergency contact person of the older person. If you are outside the older person’s
home and you feel there is something wrong, you can call the Gardai on 999.
What if the Older Person has a fall or is sick during my visit?
In the case of a fall where an Older Person cannot get back to their feet alone,
Volunteers must seek the assistance of at least a second person – if the volunteer cannot
assist the Older Person without risk of injury to themselves they are required to call the
Next of Kin or emergency contact person or call 999 or 112 and ask for an ambulance.
If the fall or illness occurs outside Making Connections office hours call the Next of Kin and
report the incident to Making Connections as soon as possible. If the incident is serious, call
999 or 112 and ask for an ambulance. Stay calm and try to keep the Older Person at ease. Try
to make them as comfortable as possible and keep them warm by covering them with a
blanket, coat or whatever you can find. Stay with them until the ambulance or emergency
contact or Next of Kin have arrived.
What if the Older Person expresses suicidal thoughts?
If an Older Person ever expresses suicidal thoughts and has clearly stated that they are
intending to take their own life, call 999 or 112 and ask for an ambulance. Do not leave the
person alone until help arrives. Call Emergency contact/Next of Kin if outside Making
Connections office hours and inform Making Connections at the first opportunity
What if the Older Person passes away?
Unfortunately given the target group that Making Connections works with, this may arise
during your time volunteering with us. If such a situation arises during a visit, call 999 or
112 and ask for an ambulance and wait for the ambulance to arrive. Call Emergency contact
person/Next of Kin if the incident happens outside Making Connections office hours and
report the incident to Making Connections as soon as possible. You will be contacted by
Making Connections if the older person you visit passes away and you are unaware of this.
In all cases, staff will be there to act as a support.
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Company Number 559418 CHY 21301 CRA Number 20149635Is it okay to introduce the person I visit to my family and friends?
The older person has agreed for you, as a volunteer selected and trained by Making
Connections, to visit them in their home, not anyone else. It is very important that this is
respected. In time, a scenario may arise where you would like to introduce the older
person you visit to your family and/or friend. This is at the discretion of the volunteer.
However, consideration should be given to how this may affect the dynamic of your
relationship. This should always be with the agreement of the person you visit and it will
not a regular occurrence.
Is it okay to have an alcoholic drink with the person I visit or bring them for a drink?
Making Connections acknowledge that there are circumstances where having an
alcoholic drink with the older person you visit may arise and that you are both adults.
However, alcohol can have an adverse effect on people. It should not become the basis
of your regular visits. Drinking alcohol with an older person where there is a known
alcohol problem is totally prohibited by Making Connections. If the older person you visit
has an alcohol problem, please contact the Making Connections Office.
The person I visit has become confused and forgetful, what should I do?
The health of the older person you visit may deteriorate and memory may be affected. If
you have a concern please contact Making Connections. Be careful of making a diagnosis
of what is wrong with the person you visit - leave this to the medical experts.
I do not seem compatible with the person I visit, what should I do?
If you feel that the match is not working out, is causing you undue stress or is simply not
an enjoyable experience for you, talk with a staff member. Making Connections will work
with you in stepping back from the visit and will work with the older person if they
request another volunteer. Not all human relationships work out and that is okay.
The person I visit has become overly dependent on me.
If this is the case and you are feeling too much pressure and stress, please contact
Making Connections. Staff will work with you to look at options to support you and/or
alleviate this pressure. Where necessary, you will be supported to phase out or step back
from visits.
The older person I visit is incontinent.
It is not the role of the volunteer to engage with personal care issues for the older
person. This is the role of health care professionals. If you have concerns relating to
incontinence issues for the person you visit, please contact Making Connections. We will
link in with the older person’s Public Health Nurse if needed. Volunteers should handle
issues of incontinence sensitively and discretely, respecting the privacy and dignity of the
older person at all times.
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Company Number 559418 CHY 21301 CRA Number 20149635The person I visit has been admitted to a Nursing Home, do I continue to visit?
If the nursing home is in a geographic area that suits you to visit and you are still available to visit
the older person, then please continue visits as normal. Making Connections can explain your role
in writing to the Nursing Home if needs be. If the Nursing Home is in a location that you are
unable to get to, Making Connections can look for another volunteer who may be available to visit
in that geographic area.
My personal circumstances have changed and I am unable to continue my visit. How do I walk
away from the visit without hurting the person’s feelings?
We understand that people’s circumstances change and that volunteers may have to step back
from their volunteer role. Making Connections will work with you in planning how you step back
from your visit, taking into account the relationship between you and the person you visit. We
find that honesty is the best policy and that the older person will understand if you are unable to
continue visiting. Staff will work with you to ensure that a new volunteer is in place to cover the
visit if this is appropriate.
I am unable to continue my role as Making Connections volunteer but would like to call in to the
person I visited every now and then, is that okay?
Volunteer relationships can sometimes develop into friendships and it can happen at times that
people wish to exit the role of volunteer but continue to visit the person they volunteered with.
This is at the discretion of the former volunteer. When the volunteer leaves, it will be explained to
the older person that you will no longer be representing Making Connections or visiting in the
capacity of a Making Connections volunteer.
What if I am offered a Gift or Money?
Volunteers are not permitted to accept OR give gifts or money to/from the Older Person or
anyone else connected with the role. For example, it is never appropriate to accept; cash,
cheques, jewellery, personal belongings, property, any items of notable value.
As an exception, small tokens only can be exchanged at Christmas or Birthdays. e.g. flowers,
cards, your favourite chocolates, a book, etc. Items must be of minimal financial value and should
not include personal belongings.
In the case that Volunteers are offered gifts which are not permitted by these guidelines the
following actions should be taken;
• acknowledge the gesture but politely decline/ do not accept the gift
• explain to the Older Person that it is against Making Connections policy to accept such a
gift(s)
• suggest that if they would like to ‘give back’ in any way that they can make a donation to
help Making Connections to reach more people in the community
• if the Older Person is interested in making a donation do not collect any money from them
– instead inform Making Connections who will contact the Older Person directly
• if the Older Person persists in offering you a gift(s) contact Making Connections for advice
and support
Company Number 559418 CHY 21301 CRA Number 20149635Accepting or giving gifts other than the exceptions stipulated will be treated as a breach of the
Making Connections Code of Conduct.
What if the Older Person asks me for a loan of money or other items?
A Volunteer should never offer or lend money to the Older Person or anyone connected to their
role. Contact Making Connections if the Older Person is having financial difficulties.
A Volunteer should never request, suggest or accept a loan of money from the Older Person or
anyone connected to their role.
What if I am asked to collect a pension or be involved in a financial issue?
Volunteers are never permitted to get involved with the financial matters of the Older Person
they visit or anyone else connected to the role
• Never collect pensions on their behalf (you may however drive them to the collection
point)
• Never agree or arrange to be named on a bank account, savings account, or any other
holding account
• Never provide any practical assistance which gives you access to personal details (e.g.
online banking, payments, etc)
If a Volunteer receives any request to become involved in these or any other financial matters
they are required to inform Making Connections.
What if the Older person wants to leave me something in a Will?
Volunteers are prohibited from being named as beneficiaries or executors of the Will or Legacy of
the Older Person that they visit or anyone connected to the role. If this arises Volunteers are
required to politely decline and inform Making Connections.
What if the Older Person wants to name me as Next of Kin?
Volunteers are not permitted to be next-of-kin by an Older Person. If this arises Volunteers are
required to politely decline and inform Making Connections.
What do I do if I have a concern that the older person is being neglected or abused in any way?
All vulnerable people have a right to be protected against abuse and to have any concerns
regarding abusive experiences addressed (see section 6). They have a right to be treated with
respect and to feel safe. All staff and volunteers who engage with our service users have a duty of
care to be alert to circumstances where an older person may be subject to abuse or is suspected
of being abused. If a volunteer has a concern about abuse or neglect (including self-neglect) of an
older person please report it immediately to the Making Connections Designated Safeguarding
Officer - Mary O Donohoe, Executive Director, at 01-2951053 or
maryodonohe@makingconnections.ie. A copy of Making Connections Safeguarding Vulnerable
Persons Policy is available on request.
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Company Number 559418 CHY 21301 CRA Number 20149635When should I contact Making Connections?
• If you have any trouble contacting the Older Person you are visiting
• If you are not getting along with the Older Person
• If you are aware of any changes in the Older Person’s situation (e.g. physical
health/ mental health/ mood/ mobility/ cessation of other activities/ change of
family circumstances, etc.)
• If the Older Person’s living situation changes (e.g. moves home or into care/ in
hospital)
• If you feel that the Older Person requires additional services or resources
• If you feel that the Older Person’s living conditions are unhealthy or unsafe in any
way
• If you have any reason to believe that the Older Person is being abused by anyone
(physically, mentally, sexually, emotionally or financially). See Safeguarding
Vulnerable Persons (Section 6)
• If you experience any inappropriate behavior towards you (e.g. harassment on the
grounds of race, gender, disability or sexual orientation; rude gestures; verbal
abuse or threats; attempted or actual assault) or if you have any concerns about
your own wellbeing for any other reason+
• If your own circumstances change in any way that may affect your role
NB: As a rule of thumb – if in doubt, always contact Making Connections
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Company Number 559418 CHY 21301 CRA Number 20149635Section 6: Important Volunteer Policies
The following policies aim to ensure the safety of our Volunteers and Older People
participants alike. The main points for each of the policies are summarised below.
The full policy documents are available to all Volunteers. Volunteers are responsible for
reading, understanding and complying to all policies provided.
Reporting an Incident
In the case of any incident or accident that arises during your visit please use the Making
Connections Incident Form (which can be emailed to you on request) and send it to Making
Connections as soon as possible.
Even if the Older Person appears ok, it is important to have even minor incidents on record
for your safety and theirs. Common incidents may include minor knocks or falls. Anything that
happens to you, the Volunteer, must also be reported as an incident.
Volunteer Health and Safety Guidelines
Making Connections will take all practical steps to safeguard the health, safety and welfare
of volunteers, staff and the older people of Making Connections. Please adhere to the
following:
• Inform a significant person to them (e.g. partner, relative) of when they will be
visiting the older person, how long for and to contact them after the visit
• Keep a phone on them during visiting times
• Not to share their contact details with the older person
• Familiarise yourself with the home of older person: surroundings, exits, and how the
door locks
• Ask yourself – “are you comfortable to be here alone?” If you are not comfortable,
trust your instincts and leave and contact Making Connections
• When the door is answered check who you are talking to. Under no circumstances
should you enter the house if the appropriate person is not available.
• Be aware of the location of local services, and how to contact them in an emergency
(e.g. garda)
• Keep the emergency or next of kin contact details at hand
• If the person appears to be under the influence of drugs/alcohol or acting
aggressively it would be prudent to immediately leave
• If an incident occurs to you or the older person during a visit please report it to
Making Connections as soon as is practicable.
• If an emergency occurs during a visit please contact 999 or 112.
• Do not carry out tasks with or for the older person if there is a health or safety risk to
yourself or the older person.
• If a situation causes you undue stress, contact Making Connections for support.
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Company Number 559418 CHY 21301 CRA Number 20149635You can also read
